inDrive

17 hours ago

Senior Data Analyst — Customer Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Drive operational analytics for Customer Support by building visibility into support performance, workforce efficiency, and process bottlenecks. Own support metrics (SLA, AHT, FCR, backlog, cost-to-serve), run Workforce Management (WFM) analysis, and perform process analytics to improve quality, speed, and cost. Design dashboards and conduct post-launch investigations while partnering with Support Operations, Product, Trust & Safety, Engineering, and BI.

Location: Cyprus

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Own and develop the analytical framework for Customer Support operations, including first-line performance monitoring
•Build and maintain support performance metrics such as SLA, AHT, FCR, backlog, productivity, and cost-to-serve
•Conduct Workforce Management (WFM) analysis, including workload distribution, capacity planning insights, and efficiency evaluation
•Perform process analytics to identify bottlenecks across request handling, routing, escalation, and resolution flows
•Design dashboards and reporting frameworks and run post-launch impact analyses with operational investigations

Pay and Benefits

Salary: EUR 70,700 annually

Key Requirements

•3+ years of experience in Product Analytics, Operational Analytics, or Support Analytics
•Proven experience in Workforce Management (WFM) analysis and operational workload assessment
•Strong background in process analytics and performance optimization
•Hands-on experience with support performance metrics and first-line monitoring
•Advanced SQL and practical Python skills for data analysis and metric computation

Experience:3+ years

Skills:Stakeholder communication

Languages:English

Tech Stack:SQLPythonTableauLookerRedash

Company Brief

inDrive

A ride-hailing and mobility platform that lets passengers and drivers negotiate fares directly in real time. It also offers intercity travel, courier, and delivery services in multiple countries.

Industry: Mobility Platforms

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Mountain View, United States

Founded: 2013

Website LinkedIn

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inDrive

17 hours ago

Senior Data Analyst — Customer Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Location: Cyprus

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Own and develop the analytical framework for Customer Support operations, including first-line performance monitoring
•Build and maintain support performance metrics such as SLA, AHT, FCR, backlog, productivity, and cost-to-serve
•Conduct Workforce Management (WFM) analysis, including workload distribution, capacity planning insights, and efficiency evaluation
•Perform process analytics to identify bottlenecks across request handling, routing, escalation, and resolution flows
•Design dashboards and reporting frameworks and run post-launch impact analyses with operational investigations

Pay and Benefits

Salary: EUR 70,700 annually

Key Requirements

•3+ years of experience in Product Analytics, Operational Analytics, or Support Analytics
•Proven experience in Workforce Management (WFM) analysis and operational workload assessment
•Strong background in process analytics and performance optimization
•Hands-on experience with support performance metrics and first-line monitoring
•Advanced SQL and practical Python skills for data analysis and metric computation

Experience:3+ years

Skills:Stakeholder communication

Languages:English

Tech Stack:SQLPythonTableauLookerRedash

Company Brief

inDrive

A ride-hailing and mobility platform that lets passengers and drivers negotiate fares directly in real time. It also offers intercity travel, courier, and delivery services in multiple countries.

Industry: Mobility Platforms

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Mountain View, United States

Founded: 2013

Website LinkedIn